Custom House Medical Practice ‘requires improvement’, according to watchdog

Custom House Medical Practice in Freemasons Road “requires improvement,” according to a report by the Care Quality Commission [CQC}.

The report, which was published on March 15, found issues with the effectiveness and responsiveness of the surgery, which serves around 11,200 patients.

The CQC said that performance for long term conditions, particularly diabetes and mental health, was below the national average, and patients said they found it difficult to make appointments.

Only 22 per cent of patients found it easy to get through to the practise by phone – compared to a national average of 73 per cent.

Meanwhile only 68 per cent of patients of the diabetes register had had a foot examination sand risk classification in the preceding 12 months, compared to the national average of 88 per cent.

Meanwhile only 53 per cent of patients with psychoses such as schizophrenia and bipolar affective disorder, had a care plan in place between April 1 2-14 and March 31 2015, whilst across the country that figure was 88 per cent.

The report added that “the figures for 2015/2-16 were also below the national averages,”

and went on to say that the practice said performance had been affected by a high staff turnover in the last two years.

The Newham Recorder contacted the practice about the report, but they declined to comment until the figures for the year 2016/2017 are released in April.

The surgery has already taken steps to ameliorate some of the issues highlighted in the report.

In October 2016, six weeks before the inspection that led to this report, the practice brought in a new appointment system where patients could book up to four weeks in advance. Before this patients were queuing up outside the practice due to the lack of pre-bookable slots.

An extra GP was also put on duty on Mondays, the busiest days, and the number of people queuing outside has “significantly reduced”.

A diabetic clinic is now held twice a weekly with a GP and diabetic lead nurse.

The surgery received a “good” rating when it came to being safe, caring and well-led. It was also praised for being responsive to the needs of the local population when it came to high risks of contracting TB, and offers screening for patients who have been abroad in the last 12 months. This identified four patients with TB, who have undergone treatment.

It was also praised for proactively seeking feedback from patients and staff.